TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

A Large Enterprise Health Care Company Matures ITSM Practices, Increases Engagement, and Optimizes Service Delivery with Cherwell


This case study of a large enterprise health care company is based on a May 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“Our old platform did not fit the needs and goals of our organization. Upgrading was tedious and slow, customizing was difficult and the product was not easy to use. It was also very expensive.

We now use Cherwell for Incident Management, System Monitoring, Change Management, Asset Management, Service Request Management, Reporting, and Customer Service Benchmarking.

Cherwell has been the catalyst for a culture change. Not only did it allow us to develop stronger ITSM practices, but it has helped to develop a more engaged Information Services (IS) department, who have increased their communication, and improved efficiencies. Since deploying Cherwell, we have been able to retire several software services saving additional administrative overhead and money."


A large enterprise health care company was facing various challenges prior to implementing Cherwell. Their previous solution, BMC Remedy, was no longer meeting the needs of their healthcare system. It was cumbersome, unintuitive, and costly. They needed a solution that would lower their Total Cost of Ownership (TCO), was easy to use and configure, was cost-effective, and would help them mature their ITSM practices to enhance the patient care experience overall.

Use Case

  • Prior to selecting Cherwell, a large enterprise health care company evaluated the following solution(s):
    • BMC Remedy
    • ServiceNow
  • This company chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • Reporting and Dashboard Capabilities
    • One-Step Workflow Automation
    • Service Integration and Management
    • Trusted Agent
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Relationships and Culture
    • Ease of Upgrade
    • Customer-Focus
    • Price for Value
    • Ease of Integration with 3rd-Party Solutions


To-date, this company’s IS Department has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 50-74%, which can be attributed to:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • APIs and REST functions to integrate with existing systems
  • Reduced time on configuration and customization by over 75%.

About This Data

This data was sourced directly from verified users of Cherwell Service Management by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

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